Tenancy fraud doesn’t just break the rules, it takes homes away from people who genuinely need them and can put customers, communities, and staff at risk.

That’s why, when one of our tenants was found to be misusing their home, we acted quickly to investigate and put things right.

After receiving complaints and carrying out checks, we discovered that our customer had:

• Illegally sublet their home through online platforms and private letting agencies

• Registered the property with several letting agents without permission

• Run an unauthorised business from the address 

• Given strangers access to the building by leaving keys at a nearby location, putting others’ safety at risk

• Made false claims about Citizen staff, which were disproven by clear evidence. A formal warning was issued, but the misuse continued.

We then served a Notice Seeking Possession, and when the case went to court, the customer failed to attend.

The court granted possession back to Citizen, and the customer was lawfully evicted.

What we learned

This case shows how tenancy fraud can affect everyone – and why tackling it early is essential: 

• Fraudulent subletting puts people’s safety, security, and trust at risk

• Early reporting and strong evidence help us build effective legal cases

• Communication and transparency make it possible to act quickly and fairly.

How you can help

As we mark International Fraud Awareness Week, we’re reminding everyone that fraud can happen anywhere, and that by staying alert and reporting concerns, you’re helping protect your community. Signs of tenancy fraud can be: 

• Lots of people coming and going or living in your neighbours home that is more than the occupancy

• Damage to property, but no repairs are raised or made 

• Seeing different people often staying over at the property

• Seeing the home advertised on lettings sites or social media

• Properties looking abandoned or not lived in.

If something doesn’t feel right, let us know. Together, we can make sure homes go to those who need them most and keep our neighbourhoods safe.

To report fraud to Citizen, please call us on 0300 790 6555.